Our service outage on Friday.

Our service outage on Friday.

by handy giff-staffer gaffer on ‎19-03-2012 14:30 - last edited on ‎20-11-2012 18:45 by ayla_15

As you will be aware we had a full service outage on Friday.  This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.


During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments.  We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.


I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.


This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.


It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage.  We therefore intend to make a £10,000 donation to a charity of your choice.  The charities are ones you nominated for Payback in December  -  to vote just use the polling buttons on the main blog page before the end of the week.  

by tracy140879 on ‎19-03-2012 14:45

It was down not even a day cant understand why people are demanding compensation think its a great idea to give it to charity 

by khalidsc on ‎19-03-2012 14:45

The outage affected many users, it is us that should be compensated, £10,000 is a token PR gesture here, we as users should get something.

by bad_boy_asy123 on ‎19-03-2012 14:45
That is the silliest thing in the world, We lost out in important calls or whatever and you give money to charity, we could've all put a tenner aside for charity and made more than 10k for charity!
by chezborg on ‎19-03-2012 15:31

Outrageous!! GG is just shirking its responsibility to paying customers. Offering to donate a sum to charity is just a smoke screen. They are hoping that people will be too embarassed to object and that the environmental trendies will love the idea. Customers pay for a service which they did not receive and should be compensated- where did this charity thing come from? One day added to all Goodybags seems appropriate. Wish I had not just renewed my Goodybag as I am gonna be moving after this garbage.


by lonheart on ‎19-03-2012 15:46
Well done gg it was only for half a day. Things like this happen and which ever Charity gets the doe I hope it helps them. How much doe could you give back to the members £1 ?? Or 2. I say lets give Charity a chance.
by jamessmith1988 on ‎19-03-2012 17:58
I think we should have free top ups for the month I've had nothing but problems with this network since I joined it and debating wether to return to me old network yeah the people you give 10k to will be very happy but that aint going to make me feel any better about the service ur trying to provide
by pat2012 on ‎19-03-2012 17:59

£10,000 is lest than 10p per User, I bet a lot less - probably just a penny per user, so Giff Gaff are using the big sum of £10,000 as a smoke screen to hide behind.  Anyone from GiffGaff can confirm the actually user numbers effected by the outage. So you can see how little in reality GiffGaff's tax relief will actually cost them.  They earned more money from goodybags downtime than they are paying out!

by dj_nutter on ‎19-03-2012 18:00
I agree with zippygeorgebungle, that although its a nice gesture, I give alot to charity, so i am not interested in money going to charity from giffgaff, the simple question arises there, that how the hell is a charity going to help me for the business I lost, or the things I had to deal with because of not having my phone! I am a funeral director, so just imagine the carnage it caused for me regarding arrangements and timings, with bereaved families, so to all those ppl who say It Did not matter that they wer left without a phone, you dont speak for the rest of the nation, who have comittments to uphold, so whether they donate to charity or not, it's the loyal customers that they need to take care of and compensate! So in summary, charities all good, but giffgaffs loyalty should be to us, the ones who suffered. Roll on compo time!
by cuppa_t on ‎19-03-2012 18:00
I do believe that this I a great idea! A charity is a great and very fair idea. It will help pe
by sixofone on ‎19-03-2012 18:00

Tremendous gesture and a welcome corrective to the dreadful compensation principle that disfigures our society.

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